Zendesk Suite
ZendeskExternal reviews
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Zendesk has to be the best Technical Support Software Ever
What do you like best about the product?
The fact that the ticketing and reporting systems are so robust. Being able to do some specific data digging and retrieve metrics to make the appropriate decisions on scaling, forecasting and quickly plastering our pain points on a whiteboard to discuss and take action.
What do you dislike about the product?
The cost can be a bit steep. Also the Customer portal where they answer questions on a form to submit a ticket is not very visually intriguing or intuitive. It's just drop-down after dropdown. They need to include something that makes it look easy and fun to appeal to users to want to fill in the forms. They should look at what Typeform has setup and try to imitate their form design.
What problems is the product solving and how is that benefiting you?
Being able to interact with the clients and stay in communication with them throughout the support ticket process. Also the organization of the tickets in buckets and being able to pull on the strengths and skill-sets of the support reps to quickly triage and support clients.
Recommendations to others considering the product:
Get Zendesk. They are the industry leader for a reason. Don't balk at any learning curves or complexities because their support is top notch.
Great solution for quick questions.
What do you like best about the product?
The quickness users can ask easy questions with someone in the IT dept. As well as the price of the product.
What do you dislike about the product?
Nothing really. Seems to work well. I can't say that I have very many issues with the product.
What problems is the product solving and how is that benefiting you?
Giving users the ability to quickly reach out to a member of the IT team for quick questions that need quick answers.
Super easy and Helpful!
What do you like best about the product?
The ease of the response from beginning to the end. I always use this and is very easy! IF you have to speak to someone the notification and response is always very responsive.
What do you dislike about the product?
If it were me I really don't have a down fall for this product. Download the software and you are good to go.
What problems is the product solving and how is that benefiting you?
Any thing from where is my order to how does this product work. It helps when a person reaches out and have instant contact with someone.
Recommendations to others considering the product:
If you are looking for an ease of Chat with Consumers then this is the product for you!
Amazing support tool
What do you like best about the product?
Their employees are described as best in the world. They people are amazing and courteous always.
What do you dislike about the product?
Nothing to dislike about them only few things they can work on are improving the GUI.
What problems is the product solving and how is that benefiting you?
It makes it easy for us to take the remote sharing and do the troubleshooting remotely .
Recommendations to others considering the product:
I would surely recommend other companies to switch to Zendesk since they are reliable
One of the Leading CRM in the Market
What do you like best about the product?
The overall customization and flexibility this tool gives is a huge plus for our business. It makes everything efficient from personalization, tagging/coding, reporting, and queue management. It gives us a much better insight on what's coming in. It supports ALL our channels - from social media, chat, phones/voicemails, and chat. Additionally, we are able to add some custom apps on this platform.
What do you dislike about the product?
The web editor for Insights and Reporting - very minor but it's annoying to experience delays and lags when adding elements.
What problems is the product solving and how is that benefiting you?
We wanted a ticketing tool that is flexible and provides great insights/analytics and queue management. So far, we are happy that Zendesk are able to deliver and exceed our needs.
Recommendations to others considering the product:
Others who have taken up Zendesk after my recommendations are happy that it's an all-in-one solution. Give it a whirl and see if it answers your needs.
Awesome Product
What do you like best about the product?
We really enjoyed the ease of responding to tickets with e-mail through one system only.
What do you dislike about the product?
There was not a spellcheck in the tickets so you had to proofread every response.
What problems is the product solving and how is that benefiting you?
Simplicity of tickets and tracking.
I work with Zendesk Chat for GrubHub
What do you like best about the product?
its visual layout is preatty clear and its usability is easy
What do you dislike about the product?
how slow the system gets when there's a queue, also it makes the whole computer slower.
What problems is the product solving and how is that benefiting you?
customer care for grubhub; we can quickly manage several chats at the same time with zendesk
Recommendations to others considering the product:
no recommendations
Useful and Essy
What do you like best about the product?
What I like best is that it is easy to use
What do you dislike about the product?
There really isn't anything that I currently dislike
What problems is the product solving and how is that benefiting you?
Technical issues and such
All levels communication
What do you like best about the product?
The fact that everybody can be in the same page, interacting as they need, once you enter your message it gives the chance to reach all parties involved.
What do you dislike about the product?
Nothing really, I would say the fact of getting feedback in front of everyone but not, you can reply in private.
What problems is the product solving and how is that benefiting you?
Daily communications, not an specific topic, great to ask for assistance.
Easy and effective
What do you like best about the product?
This is by far the best email ticketing system that can be used by a company to maintain strong customer service relationships with their customers. My favorite part is using macros which are premade responses to make responding to customer inquiries even faster, especially if you get a lot of the same questions often. Best of all, Zendesk is very friendly in terms of the user interface as well which makes this really good for responding to emails quickly and for training new employees.
What do you dislike about the product?
I dont have any major concerns about zendesk but some customization and personalization would be nice however I dont find that to be anything major. Some ways to alert other people in departments of a ticket that required immediate attention would be very useful as we are still required to contact the other person in flowdock to alert them of an urgent ticket.
What problems is the product solving and how is that benefiting you?
Using it to communicate with customers and answer any questions they may have in a timely manner.
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